Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Contents Purpose ............................................................................................................................................ 4 Version ............................................................................................................................................ 4 Topology ....................................
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Conference Bridge................................................................................................................. 32 Transcoding Problems........................................................................................................... 33 MTP Resource Problems....................................................................................................... 35 Dial Plans ..............................
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Field Data Conversions ......................................................................................................... 79 Time Values .......................................................................................................................... 79 Deciphering the Time Stamp............................................................................................. 80 IP Addresses.............................
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Purpose This troubleshooting guide provides descriptions of the tools and utilities used to configure, monitor, and troubleshoot Cisco CallManager Release 3.0(1), Cisco IOS Gateways and Gatekeeper. Appendices provide detailed examples of three different call flows. In the first case study, a Cisco IP Phone calls another Cisco IP Phone within a cluster, which is called an intracluster call.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Documentation Checklist Use the following checklist to be sure you have the proper documentation on your network topology. • Topology that shows all network devices and critical components with port/interface numbers to which they are attached, and what VLAN (if applicable) to which they belong. Special designations should be used for ports that are in trunking or channeling mode.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Glossary of Terms Following are some common terms and acronyms that may be used in this document. Glossary Acronym/Term .cnf µ-law (“mu-law”) A-law ACF ANI ARQ B-Channel Calling Search Space CCAPi CCO CDR Cisco IOS Cluster CMR codec D-Channel DCF DHCP DN Definition Configuration file used by devices. Companding technique commonly used in North America. µ-law is standardized as a 64-kbps codec in ITU-T G.711.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Glossary DNIS DNS DRQ DTMF Flow Full duplex G.711 G.729 H.225 H.245 H.323 Half Duplex Hookflash ICCP ISDN Jitter µ-law (“mu-law”) MGCP MTP Partition PBX machine, or analog phone attached to a gateway. Examples include 1000, 24231, and so on. Dialed Number Identification Service. Domain Name System. System used in the Internet for translating names of network nodes into addresses. Disengage Request.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Glossary PRI PSTN Q.931 RAS Route Filter Route Group Route List Route Pattern RRJ RTP SEP Silence Suppression (Voice Activation Detection) SNMP SQL T1/CAS PRI is Primary Rate Interface. Primary rate access consists of a single 64-Kbps D channel plus 23 (T1) or 30 (E1) B channels for voice or data. Public Switched Telephone Network. General term referring to the variety of telephone networks and services in place worldwide.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Glossary T1/PRI TCP TFTP Translation Pattern UDP Voice Activation Detection (Silence Suppression) VoIP VLAN 1.544 Mbps through the telephone-switching network, using AMI or B8ZS coding. CAS is a Channel Associated Signaling interface. T1 is a digital WAN carrier facility, transmitting DS-1-formatted data at 1.544 Mbps through the telephone-switching network, using AMI or B8ZS coding. PRI is Primary Rate Interface.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Tools and Utilities to Monitor and Troubleshoot Cisco CallManager This section addresses the tools and utilities to configure, monitor and troubleshoot Cisco CallManager. Cisco CallManager Administration Details Cisco CallManager Administration provides version information for the system, database and other components. On the opening page, press the Details button and write down the versions in use.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Microsoft Performance Performance (Monitor) is a Windows 2000 server application that can display the activities and status of your Cisco CallManager system. It reports both general and specific information in real time. You can use Windows 2000 Performance to collect and display system and device statistics for any Cisco CallManager installation.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Microsoft Event Viewer Microsoft Event Viewer is a Windows NT Server application that displays system, security, and application events (including Cisco CallManager) for the Windows NT Server. If a service (including TFTP) cannot read the database (where it gets the trace configuration), it will add errors to the Event Viewer. The Event Viewer is the only place where these types of errors will appear.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Detailed Information about Events You can double-click an event in the log to learn more information about the event. SDI Trace SDI traces are local log files. The IP address, TCP handle, device name or the time stamp can be used when reviewing the SDI trace to monitor the occurrence or the disposition of a request. This device name could be tracked back to the building of the file, which shows the device pool and model.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) need—and only the information you need—it’s important to understand how to set the options on the trace configuration interface. The trace files are stored in the following default location: C:\Program Files\cisco\bin. A new trace file is started each time Cisco CallManager restarts, or when the designated number of lines has been reached.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) documentation for complete information about turning tracing on and off, and for descriptions of the User Masks and Levels for each configured service, and more. http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_0/admin_gd/admin_gd/inde x.htm Following are two examples of trace mask bits that would be enabled based on the particular problem.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Once SDL traces are enabled, collect the traces. If the traces are being sent to the local drive, then you can retrieve them in the Cisco\Trace subdirectory. Alternatively, the trace files can be sent to an event log or to CiscoWorks 2000. SDL flag bits described in the following table are set in the Service > Service Parameters area in Cisco CallManager Administration.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Sniffer Trace A Sniffer is a software application that monitors IP traffic on a network and provides information in the form of a trace. Sniffer traces provide information about the quantity and type of network traffic on your network. TCP/IP or UDP packets are protocols utilized by Cisco CallManager and endpoint devices such as phones and gateways.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) • • • List of fields contained in each record and a description of what that field represents Description of the types of calls logged, and the fields logged with each of them List of cause codes that may appear in the CDR records Enabling or Disabling CDRs CDR record creation is disabled by default when the system is installed.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 7. Update. Result: Call Detail Records will start logging immediately. Caution: Tracing voice connectivity requires that CDR logging be enabled on every Cisco CallManager installation in a cluster. CDRs CDRs provide basic information that can help you understand the more detailed information contained in SDI traces.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Problem Categories This section addresses some common problem categories that may occur with Cisco CallManager and related devices. Each problem category provides suggestions for the troubleshooting tools you should use to help isolate the problem. This document provides general categories of potential problems and suggestions about how to troubleshoot those problems.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) between packet arrival times by applying quality-of-service (QoS) and other measures in advance (especially if calls cross a wide-area network). When faced with a lost or distorted audio problem, the first thing to do is to try to isolate the path of the audio. Try to identify each network device (switches and routers) in the path of the call’s audio stream.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Remember that delay by itself won’t cause clipping, only variable delay will. Notice in the table below, which represents a perfect trace, the arrival times between the audio packets (which will have an RTP header), will be 20 ms. In a poor quality call (such as a call with a lot of jitter), the arrival times would vary greatly. A Perfect Trace Packet Number 1 2 3 4 5 Time – absolute (ms) 0 0.02 0.04 0.06 0.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) i Button Help The Cisco IP Phone 7960 provides another tool for diagnosing possible audio problems. On an active call, you can press the i button twice rapidly and the phone will display an information screen that contains packet receive and transmit statistics, as well as average and maximum jitter counters.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) mismatch). Make sure that the traffic is not crossing any shared-media device, such as a hub. There could also be situations where the traffic is taking a slower path through the network than expected. If QoS has been configured correctly, then the possibility exists that there is no call admission control.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) levels (start with 50% of the maximum audio level). Most of the time, the problems will occur when attaching to the PSTN by way of a digital or analog gateway. Cisco IP Phone users may complain that they hear their own voice being reflected back to them. Now, although the true source of the problem is almost always at the far end, it is nearly always impossible to change anything in the PSTN.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) enabled Cisco IOS Gateway, then check the configuration carefully. IP routing must be enabled (look at the configuration to make sure that “no ip routing” is not found near the beginning of the configuration). Also, make sure that if you’re using RTP header compression to save bandwidth across the WAN, that it is enabled on each router carrying voice traffic that attaches to the WAN circuit.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 4. Look for these and any errors that may have occurred around the time that the phone(s) reset. 5. Start an SDI trace and try to isolate the problem by identifying any common characteristics in the phones that are resetting. For example, check whether they are all located on the same subnet, same VLAN, and so on.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) There should be one Warning and one Error message for each phone that resets. In this case, the problem is often that the phone cannot keep its TCP connection to the Cisco CallManager alive, so the Cisco CallManager resets the connection. This may be because a phone was turned off or there may be a problem in the network.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) If the problem seems to be occurring only through a certain gateway, such as a Cisco Access DT-24+, then the best course of action is to enable tracing and/or view the Call Detail Records (CDR). The CDR files will give a Cause Of Termination (COT) that may help determine the cause of the problem. See the CDR section in the Problem Categories section above, or Appendix D for more information about CDRs. © 2000 Cisco Systems, Inc.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) The disconnect cause values (origCause_value and destCause_value — depending on which side hung up the call), map to Q.931 disconnect cause codes (in decimal) that can be found at http://www.cisco.com/univercd/cc/td/doc/product/software/ios113ed/dbook/disdn.htm. In the example above, cause 16 refers to a normal call clearing.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Locations If a user gets a reorder tone after dialing a number, it could be because the Cisco CallManager bandwidth allocation for the location of one of the call end devices has been exceeded (less than 24k). Cisco CallManager checks for 24k available bandwidth for each device before making a call. If less than 24k bandwidth is available, Cisco CallManager will not setup the call and the user will hear a reorder tone. 12:42:09.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) The following hardware trace on the Cisco Catalyst 6000 8 Port Voice T1/E1 and Services Module, indicates that the E1 port 4/1 in the card has registered as a Conference Bridge with Cisco CallManager.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) The following hardware trace on the Cisco Catalyst 6000 8 Port Voice T1/E1 and Services Module, indicates that the E1 port 4/2 in the card has registered as an MTP/transcoder with Cisco CallManager.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Assume Cisco CallManager has been configured such that between Region1 and Region2, the codec is G.729. The following scenarios are possible: • • • • If caller on Phone A initiates a call, Cisco CallManager realizes it is a Cisco IP Phone 7960, which happens to support G.729. After the digits have been collected, the Cisco CallManager determines that the call is destined for User D who is in Region2.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) greece-sup (enable) sh port 4/2 Port Name Status Vlan Duplex Speed Type ----- ------------------ ---------- ---------- ------ ----- -----------4/2 enabled 1 full - MTP Port DHCP MAC-Address IP-Address Subnet-Mask -------- ------- ----------------- --------------- --------------4/2 disable 00-10-7b-00-0f-b1 10.200.72.32 255.255.255.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 15:22:23.848 Cisco CallManager|MediaCoordinator - wait_MediaCoordinatorAddResource CI=16777359 count=1 15:22:23.848 Cisco CallManager|MediaCoordinator - wait_MediaCoordinatorAddResource CI=16777359 count=2 Dial Plans A Dial Plan is a list of numbers and groups of numbers that tell the Cisco CallManager what devices (phones, gateways, and so on) to send calls to when a certain string of digits are collected.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) • • • Watch out for the @ sign. This is a macro that can expand to include many different things. It is often used in combination with filtering options. If a device isn't part of a partition, it is said to be part of the Null or default partition. Every user should be able to call that device. The Null partition is always searched last. If you dial an outside number that is matching a 9.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 08:38:56.015 Cisco CallManager|StationInit - InboundStim - KeypadButtonMessageID kpButton: 0 tcpHandle=0x6b88028 08:38:56.015 Cisco CallManager|Digit analysis: match(fqcn="5000", cn="5000", pss="RTP_NC_Hardwood:RTP_NC_Woodland:Local RTP", dd="50") 08:38:56.015 Cisco CallManager|Digit analysis: potentialMatches=PotentialMatchesExist 08:38:56.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) of partitions to which it is permitted to place calls — its partition search space. This provides for extremely powerful control over routing. When a call is being placed, Digit Analysis attempts to resolve the dialed address only in those partitions that the partition search space specifies. Each partition name comprises a discrete subset of the global dial-able address space.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) The output will be a comma-separated file that can be viewed in Microsoft Excel or a similar application: Show-tech File Output Pattern/ Partition DN 1000 1010 1111 1211 2999 4444 4500 9.@ CiscoRTPLocalPT 9.@ CiscoDallasLocalPT 9.@ CiscoRTPIntlPT 9.@ CiscoDallasLongDistPT 9.@ CiscoRTP911PT 9.@ CiscoRTPLongDistPT 9.@ CiscoTollByPassToDallasPT 9.@ CiscoDallasIntlPT 9.@ CiscoDallas911PT 9.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Following is a nice layout of the Route Patterns, the Partitions, and the Route List/Route Group/Gateway. Slow Server Response Slow response from the server could result if the duplex of the switch does not match the duplex of the Cisco CallManager server. For optimal performance set both switch and server to ‘100/Full.” We do not recommend using “Auto” on either the switch or the server.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) trace, locate the call to determine if it was blocked intentionally by a route pattern or the calling search space, or by any other configuration setting. 4. Reorder tones can also occur when calling through the PSTN. Check the SDI trace for Q.931 messages, in particular, for disconnect messages. If a Q.931 disconnect message is present, it means the other party caused the disconnect and we cannot correct for that.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) cannot get a positive response (Is the IP address pool depleted?). If checking these suggestions does not yield the answer, use a sniffer trace to determine the specific problem. For a Catalyst 6000 gateway, you should check to make sure the NMP can communicate with the gateway. You can check this by trying to ping its internal IP address from the NMP. The IP address is in the format: 127.1.module.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 00:00:22:480 (CFG) DHCP Timeout Waiting on Server, DHCPState = INIT 00:00:38:480 (CFG) DHCP Timeout Waiting on Server, DHCPState = INIT If the above timeout message continues to scroll by, then there is a problem contacting the DHCP server. First thing to check is that the Catalyst 6000 gateway port is in the correct VLAN. This information is in the ‘sh port’ command from before.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Look for a line with “config” or “CFG” and use the corresponding number as the taskID for the next line. For example, for the Digital Access WS-X6624 gateway, the command to dump the DHCP information is: TaskID: 6 Cmd: show dhcp The TFTP server IP address is then clearly shown. If it is not correct, verify that your DHCP options and other information it provides are correct.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 00:00:05.610 GMSG: Attempting TCP socket with CCM 10.123.9.2 00:00:05.610 GMSG: CCM#0 CPEvent = SOCKET_ACK --> CPState = BackupCCM 00:00:05.610 GMSG: GWEvent = SOCKET_ACK --> GWState = RegActive 00:00:05.610 GMSG: CCM#0 CPEvent = REGISTER_REQ --> CPState = SentRegister 00:00:05.680 GMSG: CCM#0 CPEvent = CLOSED --> CPState = NoTCPSocket 00:00:05.680 GMSG: GWEvent = DISCONNECT --> GWState = Rollover 00:00:20.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 00:00:05.730 (CFG) TFTP Server IP Set by DHCP Option 150 = 10.123.9.2 00:00:05.730 (CFG) Requesting SAA00107B0013DE.cnf File From TFTP Server 00:00:05.730 (CFG) .cnf File Received and Parsed Successfully. 00:00:05.730 GMSG: GWEvent = CFG_DONE --> GWState = SrchActive 00:00:05.730 GMSG: CCM#0 CPEvent = CONNECT_REQ --> CPState = AttemptingSocket 00:00:05.730 GMSG: Attempting TCP socket with CCM 10.123.9.2 00:00:05.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Registration Rejects (RRJ) RRJs are issued when Cisco CallManager cannot register with the Gatekeeper. Configuration issues on the gatekeeper should be the primary focus when the gatekeeper is issuing a RRJ. However, here are the general guidelines for troubleshooting: 1. Verify IP connectivity from the gateway to the gatekeeper. 2. Show gatekeeper status – verify the gatekeeper state is up. 3.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Appendix A – Troubleshooting Case Study 1 Intra-Cluster Cisco IP Phone-to-Cisco IP Phone Calls This case study discusses in detail the call flow between two Cisco IP Phones within a cluster, called an intra-cluster call. This case study also focuses on Cisco CallManager and Cisco IP Phone initialization, registration, and KeepAlive processes. That is followed by a detailed explanation of an intra-cluster call flow.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 3. 4. 5. 6. address of the TFTP server. In this case study, the DHCP server sent the IP address of TFTP because DNS was not configured. If a TFTP server name is not included in the DHCP reply, then the Cisco IP Phone uses the default server name. The configuration file (.cnf) file is retrieved from the TFTP server. All .cnf files have the name SEP.cnf, where “SEP” is an acronym for Selsius Ethernet Phone.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Skinny Station Registration Process Cisco IP Phones communicate with Cisco CallManager using the Cisco Skinny Station Protocol. The registration process allows a Skinny Station, such as a Cisco IP Phone, to inform Cisco CallManager of its existence and to make calling possible. The following figure shows the different messages that are exchanged between the Cisco IP Phone (the “station”) and the Cisco CallManager.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) The primary messages in the Skinny Station registration process are described in the following table. Skinny Station Registration Process Descriptions Message Description Station Register The station sends this message to announce its existence to the controlling Cisco CallManager. Station Reset Cisco CallManager sends this message to command the station to reset its processes.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) and their respective Cisco CallManagers, the RTP stream starts flowing directly between the two phones, as shown in the diagram below. The Skinny Station call flow messages for this intracluster call are explained in next section. Cisco IP Phone-to-Cisco IP Phone Exchange of Skinny Station Messages during Call Flow The following figure shows a sample exchange of messages between two Skinny Stations.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) • • • • The second message indicates Cisco CallManager read the default database values, which, for this case, would be the primary or publisher database. The third message indicates Cisco CallManager listened to the various messages on TCP port 8002. The fourth message shows that, after listening to these messages, Cisco CallManager added a second Cisco CallManager to its list: CCM2 (172.16.70.229).
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) routing the call to a Cisco IP Phone located in Cluster 1, then the following messages would help you find the cause of the problem. 16:02:51.671 CCM|RouteGroup - DeviceName=’’172.16.70.245’’ 16:02:51.671 CCM|RouteGroup -AllPorts Part of the initialization process shows that Cisco CallManager is adding “Dns” (Directory Numbers).
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) In the following trace, Skinny Station messages are sent between a Cisco IP Phone and Cisco CallManager. The Cisco IP Phone (172.16.70.231) is registering with Cisco CallManager. Refer to the descriptions of Skinny Station messages earlier in this section for more information. As soon as Cisco CallManager receives the registration request from a Cisco IP Phone, it assigns a TCPHandle number to this device.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 16:03:02.328 CCM|MediaTerminationPointControl - stationOutputKeepAliveAck tcpHandle=4fa7dc0 16:03:02.328 CCM|UnicastBridgeControl - stationOutputKeepAliveAck tcpHandle=4bf8a70 16:03:06.703 CCM|StationInit - InboundStim - IpPortMessageID: 32715(0x7fcb) tcpHandle=0x4fbbc30 16:03:06.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) In the following message, the digit analysis process is ready to identify incoming digits and check them for potential routing matches in the database. The entry, cn=1001, represents the calling party number. dd="" represents the dialed digit, which would show the called part number.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) The next trace shows that Cisco CallManager is sending out this information to a called party phone (the phone is identified by the tcpHandle number). 16:05:43.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 16:05:45.140 CCM|StationD - stationOutputOpenReceiveChannel tcpHandle=0x4fbbc30 myIP: e74610ac (172.16.70.231) 16:05:45.140 CCM|StationD - ConferenceID: 0 msecPacketSize: 20 compressionType:(4)Media_Payload_G711Ulaw64k Similarly, Cisco CallManager provides information to the called party (1000). 16:05:45.140 CCM|StationD - stationOutputOpenReceiveChannel tcpHandle=0x4fbb150 myIP: e64610ac (172.16.70.230) 16:05:45.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Appendix B – Troubleshooting Case Study 2 Cisco IP Phone-to-Cisco IOS Gateway Calls In the previous case study, the call flow and troubleshooting techniques of an intra-cluster call was discussed in detail. This case study examines a Cisco IP Phone calling through a Cisco IOS Gateway to a phone hanging off of a local PBX or somewhere on the PSTN.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) device. The TCP handle value for the device remains the same until the device is rebooted or goes offline. In the following traces, the Cisco IP Phone (1001) has gone off-hook. The trace shows the unique messages, TCP handle, and the calling number, which is displayed on the Cisco IP Phone. There is no called number at this point, because the user has not tried to dial any digits. 16:05:46.37515:20:18.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 15:20:21.421 CCM|StationD - stationOutputCallInfo CallingPartyName=1001, CallingParty=1001, CalledPartyName=, CalledParty=3333, tcpHandle=0x5138d98 Before reviewing the following traces, it is important to understand the meaning of the term H.323. By way of a brief explanation, there are several protocols that are used when establishing an H.323 session. One protocol is H.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 15:20:22.062 CCM|StationD - stationOutputStartMediaTransmission tcpHandle=0x5138d98 myIP: e74610ac (172.16.70.231) 15:20:22.062 CCM|StationD - RemoteIpAddr: e24610ac (172.16.70.226) RemoteRtpPortNumber: 16758 msecPacketSize: 20 compressionType:(4)Media_Payload_G711Ulaw64k 15:20:22.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) *Mar 12 04:03:57.181: RASlibras_sendto msg length 3 from 172.16.70.2251719 to 172.16.70.228883 *Mar 12 04:03:57.181: RASLibRASSendDCF DCF (seq# 3366) sent to 172.16.70.228 *Mar 12 04:03:57.181: RASLibRASRecvData successfully rcvd message of length 124 from 172.16.70.228883 The command “show gatekeeper endpoints” on the Cisco IOS Gatekeeper shows that all four Cisco CallManagers are registered with the Cisco IOS Gatekeeper.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) *Mar 12 04:03:57.177: H225Lib::h225RecvData: Q.931 SETUP received from socket [1]value H323UserInformation ::= *Mar 12 04:03:57.181: { *Mar 12 04:03:57.181: h323-uu-pdu *Mar 12 04:03:57.181: { *Mar 12 04:03:57.181: h323-message-body setup : *Mar 12 04:03:57.181: { *Mar 12 04:03:57.181: protocolIdentifier { 0 0 8 2250 0 2 }, *Mar 12 04:03:57.181: sourceAddress *Mar 12 04:03:57.181: { *Mar 12 04:03:57.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) *Mar 12 04:03:57.201: sess_appl: ev(17=CC_EV_CALL_PROCEEDING), cid(18), disp(0) *Mar 12 04:03:57.201: ssa: cid(18)st(1)oldst(0)cfid(-1)csize(0)in(0)fDest(0)-cid2(17)st2(1)oldst2(0) *Mar 12 04:03:57.201: ssaIgnore cid(18), st(1),oldst(1), ev(17) *Mar 12 04:03:57.201: sess_appl: ev(7=CC_EV_CALL_ALERT), cid(18), disp(0) *Mar 12 04:03:57.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) *Mar 12 04:03:57.653: cc_api_caps_ack (dstVdbPtr=0x617BE064, dstCallId=0x12, srcCallId=0x11, caps={codec=0x1, fax_rate=0x2, vad=0x2, modem=0x1, codec_bytes=160, signal_type=0}) *Mar 12 04:03:57.653: cc_api_caps_ind (dstVdbPtr=0x617BE064, dstCallId=0x12, srcCallId=0x11, caps={codec=0x1, fax_rate=0x2, vad=0x2, modem=0x, codec_bytes=160, signal_type=0}) *Mar 12 04:03:57.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) The callref uses a different value for the first digit (to differentiate between TX and RX) and the second value is the same (SETUP had a 0 for the last digit and CONNECT_ACK also has a 0). The router is completely dependent upon the PSTN or PBX to assign a Bearer channel (Bchannel). If the PSTN or PBX doesn't assign a channel to the router, the call won't be routed.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) The following is the output of the “show call active voice brief” on the Cisco IOS Gateway when the call is in progress. The called and calling party number and other useful information are also shown. R5300-5#show call active voice brief : hs.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Appendix C – Troubleshooting Case Study 3 Inter-Cluster Cisco IP Phone-to-Cisco IP Phone Calls In the previous case studies, the call flow and troubleshooting techniques of an intra-cluster call and a Cisco IP Phone call through a Cisco IOS Gateway to a phone hanging off of a local PBX or somewhere on the PSTN have been discussed in detail.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) making sure the inter-cluster call can be made using H.323 version 2 protocol. Once done, the audio path is made using the RTP protocol between Cisco IP Phones in different clusters. Call Flow Traces This section discusses the call flow using SDI trace examples captured in the CCM000000000 file. The location of this file can be found in the previous section.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 16:06:13.921 CCM|StationInit - InboundStim - OffHookMessageID tcpHandle=0x1c64310 16:06:13.953 CCM|Out Message -- H225ConnectMsg -- Protocol= H225Protocol 16:06:13.953 CCM|Ie - H225UserUserIe IEData= 7E 00 37 05 02 C0 06 16:06:13.953 CCM|StationD - stationOutputCallInfo CallingPartyName=, CallingParty=2002, CalledPartyName=1001, CalledParty=1001, tcpHandle=0x1c64310 16:06:14.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 16:05:33.484 CCM|StationD - stationOutputSetLamp stim: 9=Line instance=1 lampMode=LampOn tcpHandle=0x4fbbc30 In the following traces, the user is dialing the called number (2000) of the Cisco IP Phone, and the process of digit analysis is trying to match the number. 16:05:33.484 CCM|Digit analysis: match(fqcn="", cn="1001", pss="", dd="") 16:05:33.484 CCM|Digit analysis: potentialMatches=PotentialMatchesExist 16:05:35.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Appendix D Call Detail Records (CDRs and CMRs) This appendix provides detailed information about Call Detail Records (CDRs) and Call Management Records (CMRs, also known as Diagnostic CDRs). CDR records are written to a database for use in post processing activities. These activities include many functions but will primarily be billing and network analysis. The database is a Microsoft SQL Server 7.0 database.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) The primary database (machine and name) currently in use by the cluster can be found by clicking on the Details button of Cisco CallManager Administration (click Help to reach the Welcome screen where the Details button is located). The registry on machines hosting a database can also be checked. Look at the registry key: “\\HKEY_LOCAL_MACHINE\Software\Cisco Systems Inc.\DBL” for the item called DBConnection0.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Known Issues Cisco CallManager Release 3.0(1) has several known issues with the CDR data. A few of these are listed here. IP to Device Name Translation The CDR table lists IP addresses for the endpoints of a call. These IP addresses are not easily converted to device names so that the type of device can be determined. OnNet vs.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Deciphering the Time Stamp Using Microsoft Excel, you can write a formula to make converting this time stamp a little easier. If the value is in cell A1, you can make another cell: =A1/86400+DATE(1970,1,1) There are 86400 seconds in a day. Then format the resulting cell as a date/time field in Excel. IP Addresses All IP addresses are stored in the system as unsigned integers. The database displays them as signed integers.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) CDR Field Definition The following table provides field definitions for CDRs. Field Definitions Field cdrRecordType globalCallIdentifier origLegCallIdentifier dateTimeOrigination origNodeId origSpan callingPartyNumber origIpPort origIpAddr © 2000 Cisco Systems, Inc. Definition Type of this record unsigned integer Specifies the type of this specific record.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Field Definitions originalCallingPartyNumberPartition origCause_Location origCause_Value origMediaTransportAddress_IP origMediaTransportAddress_Port origMediaCap_payloadCapability origMediaCap_maxFramesPerPacket origMediaCap_g723BitRate lastRedirectDn lastRedirectDnPartition destLegIdentifier © 2000 Cisco Systems, Inc.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Field Definitions destNodeId dest Span destIpAddr destIpPort originalCalledPartyNumber originalCalledPartyNumberPartition finalCalledPartyNumber finalCalledPartyNumberPartition destCause_location © 2000 Cisco Systems, Inc.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Field Definitions destCause_value destMediaTransportAddress_IP origMediaTransportAddress_Port destMediaCap_payloadCapability destMediaCap_maxFramesPerPacket destMediaCap_g723BitRate dateTimeConnect dateTimeDisconnect duration © 2000 Cisco Systems, Inc. Called party cause of call termination unsigned integer This cause represents why the call to the termination device was terminated.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) CMR Field Definitions The following table provides field definitions for CMRs (diagnostic CDRs). Field Definitions Field cdrRecordType globalCallIdentifier nodeID callIdentifier directoryNum directoryNumPartition dateTimeStamp numberPacketsSent numberOctetsSent numberPacketsReceived © 2000 Cisco Systems, Inc. Definition Type of this record unsigned integer Specifies the type of this specific record.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Field Definitions numberOctetsReceived numberPacketsLost jitter latency The number of octets (bytes) of data received during this call The total number of payload octets (that is, not including header or padding) received in RTP data packets by the device since starting reception on this connection. The count includes packets received from different sources, if this is a multicast call.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Normal Calls (Cisco IP Phone-to-Cisco IP Phone) Normal calls log three records per call. They are: EndCall plus two diagnostic records, one for each endpoint. In the EndCall record, all fields may contain valid information. The duration will always be non-zero unless the “CdrLogCallsWithZeroDurationFlag” flag is enabled (set to true).
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Call Management Records Logged By Call Type Each normal call between two Cisco IP Phones logs exactly two CMR records. Each call CMR record contains all fields identified above. When supplementary services are involved in a call, more than one record may be written. This section describes when diagnostic records are written for different call types in the system.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Codec Types (Compression / Payload types) The following table provides values and descriptions for codec types.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Cause Code Descriptions 111 Protocol error, unspecified 126 Call split. This is a Cisco-specific code. It is used when a call is terminated during a transfer operation because it was split off and terminated (was not part of the final transferred call). This can help determine which calls were terminated as part of a transfer operation.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Calling Cisco Technical Assistance Center (TAC) If you have a problem that cannot be resolved through your own troubleshooting, please call the TAC for assistance. Before calling TAC, have the following information available: • • • • • • • Cisco CallManager Details Topology Logs and Traces you have run during troubleshooting, including SDI and SDL traces Stackwalk.
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Index . .cnf (definition)............................................ 6 µ µ-law (definition) ........................................ 6 A ACF (definition).......................................... 6 Acronyms Defined ...................................... 6 Admission Rejects (ARJ).......................... 48 Alarms CDRs ..................................................... 91 A-law (definition)....................................
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Dial plan ................................................ 37 Feature issues ........................................ 31 Initialization .......................................... 55 Intra-cluster call flow ............................ 59 KeepAlive process ................................ 58 Locations ............................................... 32 MTP resources ...................................... 35 Partitions ..............
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) Hookflash (definition) ................................. 7 O I One-Way Audio ........................................ 26 and Media Termination Point................ 27 ICCP (definition)......................................... 7 Initialization Cisco CallManager................................ 55 Cisco IP Phone ...................................... 50 Inter-Cluster Cisco IP Phone-to-Cisco IP Phone call, case study ............
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) PSTN (definition)........................................ 8 Q Q.931 (definition)........................................ 8 R RAS (definition).......................................... 8 Region Problem......................................... 31 Registration Cisco CallManager registration process 57 Problems, gateway ................................ 43 Skinny Station process .......................... 52 Registration Rejects (RRJ).
